Lead, Internet & Video Support

Charter Communications, Inc.; United States; On-site; USD 65,000 - 85,000; Full time

Job summary

Charter Communications, Inc. is seeking a Lead for Customer Service Technical Support to deliver expert service across Charter connectivity services. You will troubleshoot internet, phone, and video issues while handling basic billing inquiries using internal tools.

The role requires SME knowledge and the ability to work independently with minimal supervision. You will support front-line reps, handle escalations, and ensure consistent adherence to company policies.

Qualifications

• Minimum 1 year of experience as a CSR.
• Experience in cable operations and/or telecommunications call center.
• Advanced knowledge/experience of internet, phone and video repair.

Responsibilities

• Act as primary contact and expert for internet, phone, video, and basic billing inquiries.
• Transform the customer experience by addressing concerns and needs.
• Ensure exceptional customer experience before ending each interaction.
• Participate in learning and development to stay current on supported products.
• Provide feedback to close skill gaps and improve customer interactions.
• Assist representatives with questions/escalations professionally and efficiently.
• Coordinate with Call Center supervision to ensure smooth operations.

Skills

Internet/Phone/Video

Education

High school diploma or equivalent

Associate's degree

Job description

Charter Communications, Inc. is seeking a Lead for Customer Service Technical Support to deliver expert service across Charter connectivity services. You will troubleshoot internet, phone, and video issues while handling basic billing inquiries using internal tools.

The role requires SME knowledge and the ability to work independently with minimal supervision. You will support front-line reps, handle escalations, and ensure consistent adherence to company policies.